Managing Conflict Through Communication

by Cahn, Dudley D.; Abigail, Ruth Anna

• ISBN13: 9780205458806
• ISBN10: 0205458807
• Edition: 3rd
• Format: Paperback
• Copyright: 2006-02-27
• Publisher: Pearson

Summary

With a strong theoretical and research base,Managing Conflict Through Communicationprovides the most complete coverage of the study of conflict available on the market. Each chapter builds on the previous to help the reader better understand and deal effectively with conflict. The extensive use of narratives and case studies make the material accessible and interesting. Practical applications of concepts through discussion questions and exercises throughout the book provide a basis for group discussion.

Table of Contents

Understanding and Responding to Conflict

Introduction to the Study of Conflict

Defining Interpersonal Conflict

We Generally View Conflicts Negatively

The Inevitability of Conflict

Defining Conflict Management

Conflict Communication as Productive or Destructive

Types of Conflict

Types of Conflict

Issues in Conflicts

Responding to Conflict: The S-TLC System

The S-TLC System

Stopping: Taking Time Out!

Thinking about the Conflict: Analyzing Conflict Situations

Listening in Conflict Situations

Communicating in Conflict Situations

Communication Options in Conflict Situations

Conflict Communication Options

Communication Considerations: Which Conflict Communication Option Is Best?

Conflict Styles, Strategies, and Tactics

Conflict Styles v. Strategies

Conflict Strategies and Tactics

Collaboration: The Preferred Style

Effectively Confronting Others

Confrontation as a Conflict Communication Skill

The Confrontation Ritual: Six Steps to Successful Interpersonal Conflict Resolution

Doing Conflict Messages

Cooperative Negotiation in Win-Lose Conflicts

Negotiation Basics

Some Research On Tactics and Strategies in Negotiation

Principled Negotiation

Converting Competitive Negotiation into Cooperation

Theoretical Perspectives on Managing Conflicts

Theories of Conflict

Intrapersonal Theories of Conflict

Relationship Theories of Conflict

A Process View of Conflict: Phases, Stages, and Cycles

Phase Theories of Conflict

Patterns and Cycles in Constructive Conflict Processes

Patterns and Cycles in Destructive Conflict Processes

Conflict Climate: Power, Distrust, and Defensiveness

Power Imbalance vs. Equality

Distrust vs. Trust

Supportive Behavior vs. Defensive Behavior

The Escalation of Conflict: Stress and Anger

Stress and the Escalation of Conflict

The Process of Anger

Impression Management in Conflict Situations

Understanding the Demands of Face

Preventive Facework

Supportive Facework

Corrective Facework

After the Conflict: Forgiveness and Reconciliation

Relational Transgressions

The Role of Forgiveness and Reconciliation in Conflicts

Dimensions of Forgiveness

Past Forgiveness: Reconciliation

Mediation as Third Party Intervention in Everyday Conflicts

Alternatives to Dispute Resolution

Formal vs

Informal Mediation

The Role of Mediator

Mediators as Communication Rules Enforcers

The Mediation Process: Step-by-Step

Afterward: The Ideal Conflict Manager

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